Answers and guides to the questions we get most often. Need something else? Get in touch.
Billing & Payment
Payments, credits and cancellations
Which payment methods can I use?
There are two payment methods: PayFast and EFT.PayFast is instant — pay via the link on your statement or from your portal.EFT can take up to 3 days to reflect in our account. Only once the funds reflect will we allocate them to your account.
Can I cancel my account or subscription?
You can cancel your account or subscription at any time by emailing helpdesk@telecloud.co.za with the request.Note: we require a 30-day cancellation notice.
Why haven't I received my credit? — Bank transfer (EFT)
If the description (reference) on your transaction is missing or incorrect, we cannot automatically allocate the payment to your account.Payments can take up to 7 business days to process. You'll receive an email once the payment is allocated if your address is on file.If it's taking too long, email helpdesk@telecloud.co.za with a proof of payment (a screenshot or scanned bank statement).
Why haven't I received my credit? — Credit Card / PayFast
First check your bank or credit card statement to confirm the money was transferred to our account.Credit card payments go through an intermediary, so we can't always see why a payment failed. Send your full payment details to helpdesk@telecloud.co.za and include the statement so we can investigate.For PayFast, check the PayFast site to confirm the payment was processed, then email us the details.
Why am I getting a payment error?
When a payment fails we usually show an error code with an explanation of what to do next. Some errors are temporary — wait and try again.A previously offered payment method may no longer be available for technical or security reasons; in that case select another method.Many payment methods are handled by third parties (credit card companies, etc.), so we don't always have specific failure information. To investigate further, email helpdesk@telecloud.co.za with as much detail as possible.
Hosting & Email
Migrations, spam and troubleshooting
How do I do an email migration?
Zip the mail folder on the old host.
Create the mailboxes on the new host.
Unzip the mail folder on the new host.
Copy mail files from the cur folder of the old mailbox to the cur folder of the new mailbox.
Fix permissions and ownership on the new mail files.
In Outlook IMAP folders, subscribe to all folders.
Restart Outlook.
Email user guide — training the spam filter
To teach the email system about new spam senders, go to your mailbox folder settings and change the Spam folder to Learn Spam.
Email troubleshooting guide
Check your internet connection by loading Google and running any search.
Check webmail at mail.yourdomain.co.za — log in with your email username and password.
Send a test email to and from the account to confirm inbound and outbound delivery.
Reset the password on your email address to get a fresh setup email.
Confirm your client settings match exactly what's in the setup email we sent you.
Still need help?
Our team is available Monday – Friday, 8:00 AM – 5:00 PM. After hours, log a ticket via the helpdesk portal.
